Customer Care Representative

  • 新着


Functional Expertise :
1. Answer and screen all incoming calls in a professional, efficient, commercially acceptable and courteous manner.
2. Capture pertinent information and enter into the call management system. Adhere to data collection guidelines.
3. Provide phone support for all non-technical questions related to products, services, or processes. Participates in resolving problems/complaints or answering customer queries. Provides information on the status or orders and material availability, indicating all issues, resolution, and recovery plans.
4. Gather appropriate information from the caller to ensure their issues are resolved and/or they are connected to the correct individual in a timely or responsive manner. This may include referring the caller to their local Rockwell Automation sales office, Distributor, or another Rockwell Automation business unit.
5. Complete all actions needed for post sales support (CSM). Ownership of all the CSM cases in complete end to end cycle.
6. Follow the Escalation Procedure religiously to provide timely resolution to customer’s issues.
7. Utilize electronic Knowledge Base to ensure consistent information sharing. Promote the use of the Knowledge Base to incoming callers. Provide input to improve and grow Knowledge Base information and integrity.
8. Assist with ongoing training and development of existing and new joinees.
9. Perform other duties to be assigned by immediate supervisor.
10. Must be able to prioritize multiple tasks and be responsible to follow-up accordingly in a team environment.
11. Coordinates delivery schedules and product availability with Operations. Maintains Knowledge Base with information regarding stop orders, product availability issues, and lead times that may affect customer commitments. Keep records of designated problems and issue reports on related activities.
12. Monitor the telephone equipment for proper operation. Escalate any equipment problems or line issues immediately.





Experienced Customer Service Executive with a demonstrated history of working in Multinational Companies. Skilled in Customer Service, SAP, Oracle Database, Quality Management, Root Cause Analysis, Continuous Improvement, and Engineering. Best Graduate of Industrial Engineering from Parahyangan Catholic University with high motivation to give the best customer experience in the field.